Inn Consultants and Brokers Since 1993

Rick Wolf and Peter Scherman (that’s Rick on the left and Peter on the right) are both experienced speakers who have presented on a range of innkeeping related topics at the state, regional, and national level. They gather and analyze research for the Innkeeping industry and welcome the opportunity to share it with others. Contact Us

The B&B Team

Posts Tagged ‘bed and breakfast’

What is a Casa Particular?

March 17th, 2016 by Janet Wolf

Casa Particular

Casa Particular

Recently Rick and I with a mix of innkeepers and a few ‘civilians’ travelled as a group to Cuba. We travelled through a People to People Exchange Program with the T.R.E.E. Institute. This is a charitable organization that “promotes better quality of life for all humanity through an understanding of plants and their role in providing ecosystems around the world’. The programs are funded partially by adventure trips like the one we just completed.

And what an adventure it was! So, you may ask, what did our trip have to do with innkeeping? As part of our education we were introduced to Cuba’s casa particulars. We were fortunate to visit a few and meet the innkeepers.

What is a Casa Particular?

Basically they are Cuban bed and breakfasts. They are most often in private homes that have been transformed into, on average, one to four guest room B&Bs. Travelers experience staying with a local family, dine on local food and learn about local culture and history. Sound familiar? The only difference would be that in a Cuban casa particular you can smoke Cuban cigars with the innkeepers! Or how about a mojito for breakfast?


New Bathroom under construction in a Sancti Spiritus Casa Particular

Casa Particular New Bathroom

These enterprising businesses are fairly new to the country. In 1997, the Cuban government announced that Cuban families could register their home as a privately owned business and rent rooms to foreigners. Many privately owned restaurants, called Paladars, have also flourished and our group dined exclusively at them. This has been an enormous step to freedom in Cuba. Before 1997 all accommodations and restaurants were state-owned and operated. You can imagine the limitations!


Paladar La Esperanza in Havana where we dined our last evening.

Paladar La Esperanza in Havana where we dined our last evening.

Since Raul Castro took over from his brother there have been a number of economic reforms. There are now opportunities for more travel overseas these days. That includes the US. Welcoming Cubans to our Inns. What fun.

The people we met were not only friendly but were eager to engage in conversation about their home and their hopes for the future. In their eyes we saw hope. The future seems brighter for Cuba and freer every day.

Our favorite quote throughout the trip from our wonderful Cuban tour guide; “Everything is possible…Nothing is guaranteed.” That sounds like hope to me, with a bit of pragmatism thrown in.

Thanks for Listening,

Janet Wolf



Bed and Breakfast-Experiential Travel

January 28th, 2015 by Janet Wolf



experiential travel and millennials

Experiential Travel-Seek and they will find.

It’s the new buzz phrase and it has caught on big time. Once again the focus is on the millennial and their travel wants and needs. Despite what the studies and media are putting out there the generation gap may not be that wide. We all want an exceptional experience when we travel.  But for this post I will focus on experiential travel for the millennial traveler. A Huffington Post article lists 29 wants and needs the millennial traveler is seeking. Let’s take a look at a few of the bullet points that relate to experiential travel. Followed by some suggestions for Bed and Breakfast innkeepers.

#2. They make quick decisions.

Email marketing is a great way to promote timely events and new businesses in your area. Content marketing is hot right now. Also engaging and timely blogs that are shared on your social media platforms. Good example of a timely blog is from the Brampton Inn in Chestertown MD about the new restaurants in town. They also shared it on Facebook.

#10. They’re comfortable booking trips on the go. #20 They’re spontaneous.

Mobile booking is becoming more main stream. It will become a must to have the ability to book from mobile devices.

#5. They travel to pursue their own interests (like food, wine, or outdoor adventuring) more than other generations do.


experiential travel for food and spirits

Flights of beer or any trendy libation

Spotlight those restaurants that offer a hipper experience. i.e. Wine, beer or whiskey flites. Local foods with a creative flair. Food carts. Local bands, entertainment. Pop-up restaurants.


For the experiential traveler a food truck is fast. fun and very local.

For the experiential traveler a food truck is fast. fun and very local.

Find out what is new in your area that screams ADVENTURE, connect with the provider and promote it big time. It may be that there is an adventure experience out there that is virtually unknown. Great opportunity to get the word out to your guests.

#24. Many of them are seeing the world’s wonders for the first time, generating an unmatched essence of thrill and awe.

What a great opportunity for innkeepers! If you are near any national or state park, the millennial traveler would love to experience it their way. (not the way they experienced it at 12 from the back seat of the family wagon).

Scenic highway road trips. Create your own itinerary that leads right to your door!

They have lots of energy and can pack 3 adventures into one day. Backpacking, on a trail then a horse then hop on a jeep. Or a dog sled… The Lodge at Moosehead Lake in Maine does a great job creating and promoting their Wilderness Adventures in all seasons.


experiential travel at Lodge at Moosehead Lake

Dogsledding-Mush your own dogsled memorable adventure. Lodge at Moosehead Lake, Maine

Have information available (online and onsite) that offer ‘free’ places to visit.

Out of sequence but a good finish to this post. #14. They want to travel more than older generations do.

Great news. But they must be able to find you. You have the unique lodging experience as well as the personal knowledge of your area. Where are the millennial travelers finding their lodging choices? Online reviews are a biggie. AirBnB is another, as well as some OTA’s.  Something to think about.

But once they have found you, they may come back and book with you directly. Or…they may tell their buddies about their experience. Word of mouth, so easy to communicate on social media. #6 They’re Internet masterminds.

Thanks for Listening,

Janet Wolf

Thanksgiving Pie-For Breakfast?

November 26th, 2013 by Janet Wolf

Pumpkin Pies

On the subject of pie. Thanksgiving pie may be on your mind, fresh from your oven or your local bakery. But pie for breakfast? Many of you Yankee innkeepers, transplanted or native, may have heard this dity.

To foreigners, a Yankee is an American.

To Americans, a Yankee is a Northerner.

To northerners, a Yankee is an Easterner.

To easterners, a Yankee is an New Englander.

To New Englanders, a Yankee is a Vermonter.

And in Vermont, a Yankee is somebody who eats pie for breakfast.

The author, E.B White, but the punch line has been attributed to Robert Frost. Picture the Yankee farmers of yesteryear who had been working since 4 AM, they trek back to the the warmth of the farm house kitchen at around 8 and as a starter are welcomed with a warm piece of apple pie. A tradition that may well be alive today. Apple Pie

I know at our house pumpkin pie is eaten for breakfast on mornings following Thanksgiving Day. I never offered this choice as an innkeeper. But here is an idea. I could see offering mini thanksgiving pies (along with a note of the history of pie for breakfast) to guests who stay with you over Thanksgiving as a parting gift. You don’t have to be a Yankee either. I am sure this tradition spilled over into places like Pennsylvania, Virginia and worked their way to the west coast.

Whether it be Blueberry Pie for breakfast in Maine or Huckleberry Pie in the Northwest. Or…Apple Pie with a slab of cheddar cheese on top in New England. It is all good. Receta tarta de arándanos casera - Recipe homemade Blueberry pie

What is your favorite Thanksgiving pie? Whatever it is, save some for breakfast.

Have a Wonderful Thanksgiving!

Thanks for Listening,

Janet Wolf





Love is in the Air

February 13th, 2013 by Janet Wolf

Lemon Curd Mascarpone Ebelskiver (Filled Puffed Pancakes) with Wild Berry Topping - A Perfect Valentine´s Breakfast

Valentine’s Day Breakfast
Lemon Curd Mascarpone Filled Puffed Pancakes with Wild Berry Topping

February is for lovers…such a familiar line for every bed and breakfast that offers a Valentine’s Day special for the entire month or for the Valentine’s Day weekend. Chocolate covered strawberries, champagne and red roses and that special breakfast. Romance and s__ that’s what you sell! But what about love? I find this a good time of year to reflect on love. What and who we love.

I love old things. Old things that have been loved. I love finding old books. We have a small collection that is cherished. I especially love the books that have something left in them by the original owner. Like the original book of Bambi by Austrian author Felix Salten translated into English in 1928 I found in one of our favorite used book stores.  Among its pages was a newspaper article about the young doe located in the Maine woods that became the model for Disney’s animated Bambi.bambi-12[1]


Celia Thaxter in Her Garden by Childe Hassam 1892

Or a recent book of  Celia Thaxter’s poems that I found among a group of musty collections at an antique mall. Celia and her family were innkeepers of the once thriving Appledore Inn on Appledore Island off the coast of Maine. Like many old inns of this era it burned down in 1914. This book contained among it’s pages an old postcard of the Inn and a pressed flower from Celia’s beloved island gardens. I am sure these books were once loved and cherished by their owners. How long had this book been abandoned until I found it?   When Rick and I go through our books from time to time to donate, the old ones stay, they are loved.

I love old houses. Our Inn was a 1813 ship captains home. I know that many of you own or aspire to own old homes that  now welcome guests in their most recent renewed life as bed and breakfasts. Many of these houses have in their past been abandoned and left empty and unloved.  But once they are bought and transformed into bed and breakfasts, the atmosphere becomes lighter, the rooms become fresh and welcoming and the love is apparent and well received by all who enter. The challenge to innkeepers is how to keep that love alive!  All of us at the  The B&B Team visit Inns from time to time that have ‘lost that loving feeling’. It may sound corny but you know what I mean. Something is missing and has left the building. We find it may take some outside eyes to help innkeepers find and rekindle their passion and ‘bring back that loving feeling’. The B&B Team and our ‘Inn Tune-Up’ program loves to play cupid. Take a look at what we offer that may help you bring the spark  back to your relationship with your Inn and your business.

So what do you love? Your family, your husband, wife or partner (old or not!). Love you Rick! Your pets, your cherished collections. Do you love your bed and breakfast/Inn and the business of running it? Hopefully the answer is still yes. The love you feel shows in everything you do in your daily care for your property. It will also show in the value of your Inn. Once you come around to the time to sell, to let go, you want your property to be at its best. You want the next caretaker of your cherished Inn to feel the love and the value you have lovingly created. So keep that love alive. Don’t lose that loving feeling!

Quick side story. We had a guest once ask us if we could ‘guarantee romance’ with his stay at our Inn. Rick answered, “Nope, can’t do that, we can give you a nice room, great bed and all the amenities, the rest is up to you pal!

Thanks for Listening,

Janet Wolf


Norman T. Simpson – Country Inns and Back Roads

January 10th, 2013 by Janet Wolf

Back roads lead to the 'perfect inn'

A Perfect Back Road

Once upon a time there was a man by the name of Norman T. Simpson. He travelled the roads of our vast country and wrote of the unique country inns he visited. He talked with the innkeepers and the guests and quoted their words of wisdom and advice. His comments were light hearted and full of witty truisms and local country lore. Each entry in his travel books are a joy to read. If you can get a hold of an old edition it is worth the find. I picked up one in a used book store a few years back for $1. My first thought when rereading some of the entries was what a great blogger he would have been! As many of you may know he was the father of Select Registry. Mr. Simpson died in 1988 at age 69 but what a legacy he left behind. He helped what was then known as a ‘cottage industry’ grow, today the bed and breakfasts and country inns he introduced to the travelling public have flourished under the leadership of Select Registry and PAII, our national organization. The rest as they say is history and the 400 inns he originally recommended have grown into thousands.

I found a wonderful article written in 1982 entitled “America turns ‘in-ward’ and Norman T. Simpson is showing the way”. Simpson was quoted in the article about when he first started his travels and writings in the mid-60’s.

“Finding real inns – as opposed to hotels or motels that call themselves inns – was a problem. Although definitions of inns vary, Simpson and other experts agree there are several common ingredients. Besides a certain distinct ”atmosphere,” derived in part from its antiquity, an inn must ”draw people together” in camaraderie and friendship.”

”You tend to find friendship replacing many of the amenities of a large hotel,” says Wayne Berens, president of Revere Travel Inc. ”The people who like to stay at country inns are also really looking for a kind of tranquility that they may not find in a large glass and steel hotel.”


The man himself!

‘Mr Country Inn’

Thirty-one years ago and many of these quotations could be written about today’s bed and breakfasts and country inns. I am not one to recommend living in the past. The B&B Team is a huge supporter of  ‘A Better Way to Stay’ campaign. Evolving and adhering to today’s traveler’s changing needs and staying in tune with current travel trends is very important and much needed for the health and growth of our industry but… understanding the origins of our small lodging industry is also very important.  Phrases like; ‘distinct atmosphere’ and ‘drawing people together in camaraderie and friendship’ and travelers seeking ‘a kind of tranquility’. Those distinctions are timeless and should never be forgotten.

Later in the article Mr. Simpson was asked which inn was his favorite. Being a gentleman and smart businessman he answered brilliantly and diplomatically.

”I refrain from choosing favorites,” he says. ”Aside from the fact it is not a very good idea, it is also a very difficult question to answer. It depends on your mood and I find in almost every case that where I am is the place I like best – whether it’s up in the Vermont woods or on the California coast.”

For him, finding the ideal country inn is ”a state of mind”. If you bring that state of mind with you, you’re going to find the perfect inn.”

Taking Norman T. Simpson’s lead and inspiration I plan to post some future blogs about some of the back road country inns The B&B Team is representing for sale. Many of which were in the original travel books by Simpson.

First posting will be about Chester Vermont. Stay tuned.

Thanks for listening,

Janet Wolf




V is also for VALUE-with a Bed & Breakfast

September 3rd, 2012 by Scott Bushnell

Mark Orwoll, International Editor of Travel + Leisure was interviewed this morning by CBS Morning Show who spoke to the hidden fees that surprise hotel travelers…and often cause that debate with the hotel front clerk that is uncomfortable for the guest and annoying for the clerk.

The Negotiator…”offer a lower price, you mamby-pamby!”

According to Mr. Orwoll, and due to the economy slump starting about 4 years ago, hotels started adding these fees to supplement the deep discounting they have had to do to keep their shares of the traveling market.  Such marketing efforts as Expedia, Priceline, and were reducing room revenues so the hotels resorted to other “hidden” fees to maintain overall revenues such as:

  • Internet fees (as much as $10-$20 per day)
  • Resort fees (what the heck is that?  Why should I pay for the spa and golf course if I am not going to use it?)
  • Mandatory valet fees (Can’t I park my own car and save the $20 per day?)

And we already know that the restaurants and gift shops in a hotel are not a bargain.

Bed & Breakfasts offer the full VALUE of free parking, free we-fi, free gourmet breakfast, newspapers, snacks and drinks, often wine and cheese gatherings, concierge services beyond the expectation in addition to striking up that personal relationship that is so important to the guest.

The lesson here for B&B’s?  Be sure these extras (all a part of the full guest experience) are on your website, on your marketing materials, and your reservation confirmations.  B&B’s have been offering such VALUE for decades and will continue to do so.  So let’s all be sure to take advantage of letting the traveling public know that the full guest experience is also at the best VALUE.  Scott

First Days of Innkeeping

July 16th, 2012 by Janet Wolf

Yoshio and Diane attending The B&B Team’s Better Way to Learn Innkeeping Seminar last November in Kennebunkport, Maine

‘Don’t sweat the small stuff’, advice we hear frequently. But with new innkeepers starting off in the height of the season that small stuff can seem awfully BIG. Many of you may recall your first jittery days as innkeepers and can look back with a nostalgic chuckle or two. We received a very expressive email from newbie innkeeper, Yoshio Endo last week that we would love to share. Yoshio and Diane Endo purchased The Inn at Ormsby Hill in Manchester Vermont earlier this month. The B&B Team was proud to represent the Endos in the sale of this beautiful Select Registry, Four Diamond AAA property. Read on and see if any of this ‘small stuff’ sounds familiar.

“Friday the 13th was our 3rd day as innkeepers. The first day was frightening with the movers unloading and 3 guest check-ins. Diane was working until 10 pm to get prepared for breakfast the next morning. We didn’t even know where the light switches were for the outside and other places (as we never went through the night closing routines). We forgot how to adjust the air conditioning zone for some of the guest rooms and the guests were coming any time. Panic time! But we figured it out in the end.

The breakfast on the 2nd day was a bit rough as Diane was not used to the oven and each oven seems to have its own kinks. The bread did not come out as practiced in Westport and the hot entrée was suspicious of being slightly undercooked. The Japanese buns came out in funky shapes and certainly looked homemade, not very professional. Just when the guests started to sit down, I went to get an extra juice glass and dropped it. The glass shattered in the dining room with me standing like a deer in a head light. Candi, our housekeeping guru, came to the rescue. The guests were really great and very accepting of my mistake. We got lucky this week with a great group of people. Diane served 12 breakfasts on the 2nd day and 14 on the 3rd. There were supposed to be 15 tomorrow but two are leaving early so they are skipping breakfast. We offered to make a special arrangement for an early breakfast but they knew how busy we were and graciously declined. We gave them our travel mug in lieu of breakfast and they gave us a hug!

One less juice glass

There was a party of four who were very experienced B&B travelers so they researched and booked their own restaurant. They asked me about the restaurant but we had never been so I could only give them a general description.

Saying the good-byes and the thank-yous is the best time of the innkeeping experience. It is so fulfilling and rewarding! Confirmation of the right decision we made…did not know we would get that feeling as quickly as we did.

Today those frantic days seem to have passed and we even had time for dinner on the patio after the guests had gone to dinner. Your advice to have time for each other away from the millions of things rushing in our heads is truly the best advice. We can’t forget why we wanted to do this to begin with. A balance in life…

It’s 9:45 pm and I am waiting for the guest who said they would check-in between 8 and 9. Well, that too is innkeeping. I am getting thirsty, if you know what I mean!

P.S. I didn’t get to finish my story about the experienced B&B travelers who booked their own restaurant. Despite my extremely limited information about the restaurant and not being able to help them much, the guests talked about us at the restaurant. The next day we found a vase full of flowers at our front step. The restaurant owner sent us the flowers welcoming us to the community and wishing us good luck!

Thanks to The B&B Team for introducing us to the wonderful life of innkeeping!” Yoshio Endo

We are so proud The B&B Team was able to be a part of their launch into innkeeping. We feel confident that with their enthusiasm and passion they will soar. Thank you Diane and Yoshio for sharing your first days with us.


Guest Complaints:Face to Face or Facebook

June 25th, 2012 by Janet Wolf

complaint dept

Remember William Buckley Jr., the conservative political commentator and author? He had a command for the English language unlike no other. Here is what he wrote in an essay about why people don’t complain face to face.

“…we are all increasingly anxious in America to be unobtrusive, we are reluctant to make our voices heard, hesitant about claiming our right; we are afraid that our cause is unjust, or that if it is not unjust, that it is ambiguous; or if not even that, that it is too trivial to justify the horrors of a confrontation with authority; we will sit in an oven or endure a racking headache before undertaking a head-on, I’m-here-to-tell-you complaint. That tendency to passive compliance, to a heedless endurance, is something to keep one’s eyes on — in sharp focus.” 1961 Essay ‘Why Don’t We Complain’ by William F. Buckley Jr.

Remember this was 1961, decades before social media and all the outlets we have for anonymous complaining. I wonder what he would have thought about Trip Advisor and Facebook?

As consultants, The B&B Team has the opportunity to listen to innkeeper’s stories about guests who have checked out and appear happy as can be. Then a few days go by and they receive an alert about a new review posting. Behold those happy guests were really NOT happy and their complaints get posted and go out there for all to read. It hits you up side of the head and in your gut, right? So why didn’t these folks just tell the innkeepers about their issues during their stay? Most innkeepers would gladly do everything in their power to rectify any negative situation.

Just like Mr. Buckley writes, most people don’t like to complain face to face because it feels confrontational. Is this a bit cowardly? I don’t think so, just human nature. The dis-satisfied guest will leave your inn feeling they have not received a good value for what they have paid for. Remember, true or false, their perception is their reality. Is the complaint legit or an emotional rant?

Let’s go back a few years before the social media phenomenon. A piece of paper in a guest room with a title ‘Guest Questionnaire’. Many innkeepers still provide this outlet, certainly hotels and airlines do. This may not be face to face communication but it is still a more direct guest to innkeeper approach. Your response can also be more direct and personal. Note: This should not take the place of encouraging your guests to post on social media outlets. Those glowing reviews pilling up help your business and help you manage your reputation which can result in bookings. This non tech suggestion is just another way of receiving customer feedback.

Some suggestions for survey questions:

  • Was check-in prompt and courteous?
  • Was the cleanliness of your room satisfactory?
  • Was the room temperature comfortable and controllable?
  • Was the lighting adequate?
  • Further suggestions welcomed.
  • Would you choose to stay with us again?

After receiving a negative (or positive) comment from a questionnaire you can then email or call and discuss the complaint and then take action. Communication is key. Listen and respond and set emotion aside.

Another author who has a good insight into the subject of complaints is Janelle Barlow. Her book ‘A Complaint is a Gift’ is a classic and great read. A few basics from her:

“You don’t know how to improve your product or service if you don’t know what’s wrong.”

“Complaints can give you valuable information on what is important to people, what they are willing to spend money on.”

In conclusion the reality is there will always be complaints and dis-satisfied customers. This is human nature and the nature of doing business. In general complaints are also a normal part of being in relationships with people. Our bed and breakfast world of the hospitality business is very personal and face to face. The key to success is in the perceptions (there is that word again) of your guests. If you can recognize during their stay any hints of dissatisfaction you can then ask them face to face if there is anything you can do to make their stay better. By understanding them better you can move forward and take action towards an improved and ‘Better Way to Stay’ inn.


Comic Relief

May 22nd, 2012 by Janet Wolf

Bob -Innkeeper?

We all need to laugh sometimes or a great deal. Rick and I are fortunate to have a brother-in-law who makes us laugh a lot. Just before we bought our bed and breakfast we were staying with my sister and brother-in-law over the holidays. We were presented with the following on our departure. We still laugh out loud whenever we read this. Hope you enjoy this bit of comic relief and have a good laugh.


Bed and (no) Breakfast

Guest: Mr. Rick Wolf

Referral: Grand Winner – FREE Lodging Rose Parade Contest

Lodging December 29, 1991- January 2, 1992     No Charge

Additional charges not covered in promotional offer

Added guest (adult)     $240.00

Added guest (junior)     160.00

Honors Bar     36.00

Hiding the Dessert Penalty     50.00

Stand Up Shower      12.00

Cocktail Service (+ delivery charge)     112.00

Limousine Service     80.00

Phone Service     24.00

Utilities Premium (flush toilet)     9.00

Maid Service   72.00

Recreational Facilities     100.00

Phone Abuse     25.00

Cable Television Surcharge     6.00 X 8 = 48.00

Seasonal Premium    125.00

Concierge Services     100.00

Family Surcharge     1000.00

Food Service     35.00

Total Charge for Free Visit     $2,173.00

15% Gratuity ($500. minimum)     500.00

Total     $2,673.00                                                                

Additional charges will be added as they are thought of.

Thank you for your patronage. If you have any comments or suggestions, please keep them to yourself.

We reserve the right to refuse anyone even if you have paid.


Thank you Bob for being our brother-in-law and making us laugh a lot! The check is in the mail.

Janet and Rick

L is for Les Clefs d’Or – Keys of Gold

April 25th, 2012 by Janet Wolf

Signature Keys

The professional concierge organization, Les Clefs d’Or, has been around since 1929 and you may have known or guessed, was formed in France. The crossed golden keys a member earns is quite prestigious, there are only 650 in the United States and about 3500 worldwide. The organization is strictly a hotel service organization. Sorry, no bed and breakfast innkeepers need apply! This doesn’t mean you cannot achieve the kind of excellent service a Les Clefs d’Or concierge provides.

Let us look at some basic services a concierge provides.


  •  Make restaurant reservations
  •  Arrange for spa services
  •  Recommend night life
  •  Book transportation
  •  Procure tickets to special events
  •  Assist with tours of local attractions

Innkeepers are obviously concierges, since you do this stuff all day, night and in between! Going above and beyond the basics is what a great innkeeper/concierge must do to exceed the expectations of their guests. Here is a great story and a great example of going above, beyond and achieving the nearly impossible.

A guest walks up to the concierge and says. ”The cheeseburgers here are terrific. I want to send one to my brother in Bahrain and I want it to arrive hot.” “The concierge calmly replies, “Will that be with Bleu Cheese or Cheddar?”

That concierge was Holly Stiel, a motivational speaker and the first US woman member of Les Clefs d’Or, quite an honor. Many of you may have heard her speak at the PAII Conference in Little Rock this year. Holly tells this story often as does The B&B Team in our seminars and presentations. In fact this is the opening quote in Chapter 1 of her new book, ‘The Art and Science of the Hotel Concierge.’ There is so much in this book that anyone involved in hospitality or any service business will find informative and inspiring.

Great innkeepers/concierges do not work alone. Having an extensive list of contacts with local merchants and service providers they can rely on is essential. Building those important relationships with your contacts can make you look absolutely brilliant and your guests absolutely grateful. There is an entire chapter in the book entitled; ‘Building and Nurturing Relationships’.

Another part of great service is anticipating a guest’s wants and needs. It starts with listening. A friend and concierge colleague of Holly’s, Johanna Husk, writes in the book’s preface; “Yes, we are here to answer questions, but often the questions a visitor asks is just the tip of a vast iceberg, underlying what they really want to know: How can they get the most from the limited time they have during their visit, and how will they fit it all in to make an enjoyable experience?” Holly calls this; ‘being a sleuth and reading the moment.’

This is where the art and science comes in. With new innkeepers it sometimes takes time to develop these skills, but once you do you can become the ultimate problem solver, organizer and hero. Your guests will remember you, the great experience they had that YOU helped create and come back for more!


Make mine cheddar